Technical Support Specialist

3 weeks ago


Perth, Western Australia Pathfinder Recruitment Full time

Pathfinder Recruitment is an exciting recruitment agency based in Perth, offering a unique opportunity for a Technical Support Specialist to join their fast-paced MSP environment.

 

Key Responsibilities:

  • Triage incoming tickets, answer phone calls, and collaborate with senior engineers to resolve technical issues efficiently. Escalate issues when necessary.
  • Deliver exceptional customer service to clients, ensuring their technical needs are met with professionalism and urgency.
  • Identify, document, and create knowledge base articles for common issues to enhance team efficiency and client support.
  • Build strong relationships with clients and internal team members, ensuring smooth communication and collaboration.
  • Prioritize and manage workload based on guidance from managers and senior engineers, ensuring timely issue resolution.

Key Qualifications:

  • 2+ years of experience in a similar IT support role, preferably within a Managed Service Provider (MSP) environment.
  • Strong troubleshooting skills, including effective prioritization, escalation, and ticket management.
  • Understanding of network monitoring concepts and management tools.
  • You work well in a busy team environment, quickly learning and adapting to handle various technical issues.
  • You are a problem-solver with excellent communication skills, both written and verbal.
  • Australian Permanent Resident or Citizen.

Tech Stack:

  • Hands-on experience with the following technologies:
    • Microsoft OS (Desktop & Servers)
    • Microsoft Office 365
    • Entra/Azure AD
    • DNS/DHCP
    • Switches, Routers & Firewalls
    • Ticketing systems (ConnectWise preferred)
    • Remote Monitoring and Management (Datto preferred)

We estimate the salary for this position to be around $80,000 - $110,000 per annum, depending on experience.



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